Surface Book 2 - Cursor freezes and mouse stops working randomly

Anonymous
2018-08-08T12:05:32+00:00

Hi there :)

I post this to know if some other people are getting this issue too with the Surface Book 2 (15" model here).

Since the last firmware / drivers update (August 2018 / link), my mouse (G502, connected via USB) randomly stops working after a few seconds / minutes. The cursor just freezes, and the mouse becomes unresponsive (while the mouse is still powered by the Surface). After a while, the cursor starts to move again as usual.

Depending on the battery mode, the random freezes are more or less frequent (more if I use max performance mode), as the mouse cursor movement has an influence on the clockspeed of the processor.

I tried my mouse on a Macbook Pro to see if it was hardware related or not, and it's not, the cursor didn't hang once while on macOS. So I guess it's software related (W10) since the last SB2 update ?

I also tried to switch between the two USB ports, same thing.

I tried to see if it wasn't related to a firmware update of my mouse via the Logitech suite, but no nothing has changed.

Any idea ?

Regards :)

Ps : Here is a link to the Reddit post I wrote (link)

EDIT :

Today I tried to uninstall the Logitech Gaming Software (used to customize the mouse), and until now it seems to fix the issue.

Actually, Logitech did an update of his software that I missed, so I installed it a few hours after I installed the Surface Book 2 firmware update.


Maybe the two are now incompatible ?
Surface | Surface Book | Install and update

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2019-02-12T16:13:56+00:00

    Hi,

    some problem.

    Mouse cursor hang frequently in Max performance, not so frequently  in "Better performance"

    The problem disappear when i disconnect the surface from supply.

    Thank you

    Daniele

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  2. Anonymous
    2019-01-10T10:59:59+00:00

    Yes, its so so annoying that if i could return it, i would!

    The fact that issue isn't getting resolved is worrying!!

    If anyone has a fix can they please help.

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  3. Anonymous
    2019-01-09T20:46:04+00:00

    I confirm this:I have patched windows and updated the firmware and the problem persists.

    Microsoft have to adress this problem promptly.

    You can't sell pieces of hardware for thousand of dollars and then have such compatibility issues unadressed.

    Such things should be fixed by days if not hours... They persist since months.

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  4. Anonymous
    2019-01-09T12:08:43+00:00

    I have updated my surface book 2 with the latest updates but it has done little to sort this issue.

    I am very disappointed that microsoft hasn't come out with a fix, i wish i had stuck to Mac. Even while typing this reply my keyboard and mouse has frozen atleast 5 times!!!

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  5. Anonymous
    2018-12-20T01:32:25+00:00

    This problem have been going around for half a year if not more.

    It's shameful and outrageous Microsoft hasn't provided a fix yet, it's a major issue that should require an hot fix within hours because it forces the costumers to run a machine they purchased for thousand dollars at way lower performances.

    Either Microsoft fix the problem or provide me for free a working last generation mouse, otherwise I will sue them for a full refund.

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